Customer Resource Center Specialist

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At Cambridge Savings Bank, we strive to positively impact our customers, employees, and community's financial well‑being. The Customer Resource Center Specialist is the first point of contact for our customers, providing exceptional service by handling inquiries, performing transactions, and collaborating with business partners. We focus on delivering seamless, high‑level customer experience while representing our brand promise of treating every customer as if they are our only customer.

• Deliver exceptional customer experience by providing direct support to customers regarding inquiries related to bank products and digital solutions.
• Handle inbound and outbound phone calls, actively listening to customers’ needs to provide tailored, knowledgeable solutions.
• Perform customer transactions, including video banking, with precision and efficiency while strictly adhering to all Bank Secrecy Act and Anti‑Money Laundering (BSA/AML), regulatory, security, and bank policies and procedures.
• Utilize CRM systems to track customer interactions and manage requests from inception to resolution, ensuring accurate, up‑to‑date customer information.
• Establish and maintain effective working relationships with colleagues across departments, fostering a collaborative environment that enhances service delivery.
• Embrace a flexible mindset by performing additional job duties as required, demonstrating commitment to continuous improvement and responsiveness to evolving needs.
• Perform a full range of telephone and digital communications support activities to ensure customer satisfaction and compliance with bank policies.
• Cultivate and deepen existing customer relationships while actively identifying and acquiring new customers that align with the bank's growth objectives. Approach every interaction with integrity.
• Perform additional duties as required.

• High School/Secondary School diploma.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to customers. Strong listening skills to accurately understand and address customer needs.
• Demonstrated ability to analyze problems, identify solutions, and implement effective resolutions in a timely manner.
• Strong interpersonal skills focused on building and maintaining positive relationships with customers and team members.
• Exceptional organizational skills, with the ability to manage multiple priorities and maintain a high level of accuracy and attention to detail.
• Ability to work effectively in a fast‑paced, dynamic environment and adapt to changing priorities while multitasking and working independently.

Hybrid/Waltham, MA

$24.51 – $31.90 per hour

Cambridge Savings Bank is unable to sponsor or take over sponsorship of an employment visa for this role at this time.

Entry level

Full‑time

Other

Banking

Cambridge Savings Bank is a full‑service banking institution with over $7 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our employees, customers, and the communities we serve. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services across a robust Massachusetts‑based branch network and digital banking solutions for commercial, small business, and consumer customers.

Cambridge Savings Bank is an equal‑opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor. Member FDIC. Equal Housing Lender. NMLS # 543370.